Disgraceful service at Exact

My grandmother passed away and she was buried last Saturday. She had a policy with Exact store that was deducting every month from her social grant via debit order. When my father went to the branch last week Tuesday a lady assisting him, requested the documents I have attached and said she would email them and process the claim. My dad was told he would receive a phone call. Three days later no phone call came through, so he returned to the store only to find that the lady never processed anything, the guy who assisted him said he has emailed the claim documents and a phone call will follow, still nothing happened. This week he returned to the store, only to be told the guy is on leave. This is very dissapointing and it's reflects bad on your brand. If this is how grieving families are treated and their cases are treated with such carelessness, then I would advise anyone i know to terminate their funeral or death policies with you. Yet you never miss a date to deduct premiums, so it would be great if the same consistency was conducted when families must claim. Next thing we will be told that the claiming period has passed. You can contact my dad on ‪0843182056‬ for further clarity.